1. 2.1 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise INFORMATION SYSTEMS IN THE ENTERPRISE ENTERPRISE 2 2 Chapter

2. 2.2 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise What are the major types of systems in a business? What role do they play?What are the major types of systems in a business? What role do they play? How do information systems support the major business functions?How do information systems support the major business functions? Why should managers pay attention to business processes?Why should managers pay attention to business processes? OBJECTIVES Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

3. 2.3 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise What are the benefits and challenges of using enterprise systems?What are the benefits and challenges of using enterprise systems? What are the benefits of using systems to support supply chain management and collaborative commerce?What are the benefits of using systems to support supply chain management and collaborative commerce? What are the benefits of using information systems for customer relationship management and knowledge management?What are the benefits of using information systems for customer relationship management and knowledge management? OBJECTIVES Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

4. 2.4 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise 1.Integration: Different systems serve variety of functions, connecting organizational levels difficult, costly 2.Enlarging scope of management thinking: Huge system investments, long development time must be guided by common objectives MANAGEMENT CHALLENGES Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

5. 2.5 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Types of Information Systems Figure 2-1 KEY SYSTEM APPLICATIONS IN THE ORGANIZATION Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

6. 2.6 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Major Types of Systems Executive Support Systems (ESS)Executive Support Systems (ESS) Decision Support Systems (DSS)Decision Support Systems (DSS) Management Information Systems (MIS)Management Information Systems (MIS) Knowledge Work Systems (KWS)Knowledge Work Systems (KWS) Office SystemsOffice Systems Transaction Processing Systems (TPS)Transaction Processing Systems (TPS) MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

7. 2.7 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Figure 2-2 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

8. 2.8 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Transaction Processing Systems (TPS): Basic business systems that serve the operational levelBasic business systems that serve the operational level A computerized system that performs and records the daily routine transactions necessary to the conduct of the businessA computerized system that performs and records the daily routine transactions necessary to the conduct of the business Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

9. 2.9 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Payroll TPS Figure 2-3 MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

10. 2.10 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Types of TPS Systems Figure 2-4 MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

11. 2.11 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Knowledge Work Systems (KWS): Knowledge level Inputs: Design specsInputs: Design specs Processing: ModelingProcessing: Modeling Outputs: Designs, graphicsOutputs: Designs, graphics Users: Technical staff and professionalsUsers: Technical staff and professionals Example: Engineering work station MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

12. 2.12 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Management Information System (MIS): Management level Inputs: High volume dataInputs: High volume data Processing : Simple modelsProcessing : Simple models Outputs: Summary reportsOutputs: Summary reports Users: Middle managersUsers: Middle managers Example: Annual budgeting MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

13. 2.13 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-5 MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information System (MIS) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

14. 2.14 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Structured and semi-structured decisionsStructured and semi-structured decisions Report control orientedReport control oriented Past and present dataPast and present data Internal orientationInternal orientation Lengthy design processLengthy design process MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information System (MIS) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

15. 2.15 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Decision Support System (DSS): Management level Inputs: Low volume dataInputs: Low volume data Processing: InteractiveProcessing: Interactive Outputs: Decision analysisOutputs: Decision analysis Users: Professionals, staffUsers: Professionals, staff Example: Contract cost analysis MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

16. 2.16 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-6 MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Decision Support System (DSS) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

17. 2.17 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-7 MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Decision Support System (DSS) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

18. 2.18 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Executive Support System (ESS): Strategic level Inputs: Aggregate dataInputs: Aggregate data Processing: InteractiveProcessing: Interactive Outputs: ProjectionsOutputs: Projections Users: Senior managersUsers: Senior managers Example: 5-year operating plan MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

19. 2.19 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Executive Support System (ESS) Figure 2-8 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

20. 2.20 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Top level managementTop level management Designed to the individualDesigned to the individual Ties CEO to all levelsTies CEO to all levels Very expensive to keep upVery expensive to keep up Extensive support staffExtensive support staff MAJOR TYPES OF SYSTEMS IN ORGANIZATIONS Executive support system (ESS) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

21. 2.21 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise INTERRELATIONSHIPS AMONG SYSTEMS Figure 2-9 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

22. 2.22 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Major functions of systems: Sales management, market research, promotion, pricing, new productsSales management, market research, promotion, pricing, new products Major application systems: Sales order info system, market research system, pricing systemSales order info system, market research system, pricing system SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Sales and Marketing Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

23. 2.23 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Sales and Marketing Systems Table 2-2 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

24. 2.24 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Major functions of systems: Scheduling, purchasing, shipping, receiving, engineering, operationsScheduling, purchasing, shipping, receiving, engineering, operations Major application systems: Materials resource planning systems, purchase order control systems, engineering systems, quality control systemsMaterials resource planning systems, purchase order control systems, engineering systems, quality control systems Manufacturing and Production Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

25. 2.25 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Manufacturing and Production Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Table 2-3 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

26. 2.26 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Overview of Inventory Systems Figure 2-10 SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

27. 2.27 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Major functions of systems: Budgeting, general ledger, billing, cost accountingBudgeting, general ledger, billing, cost accounting Major application systems: General ledger, accounts receivable, accounts payable, budgeting, funds management systemsGeneral ledger, accounts receivable, accounts payable, budgeting, funds management systems Financing and Accounting Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

28. 2.28 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Financing and Accounting Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Table 2-4 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

29. 2.29 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Major functions of systems: Personnel records, benefits, compensation, labor relations, trainingPersonnel records, benefits, compensation, labor relations, training Major application systems: Payroll, employee records, benefit systems, career path systems, personnel training systemsPayroll, employee records, benefit systems, career path systems, personnel training systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Human Resource Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

30. 2.30 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Human Resource Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Table 2-5 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

31. 2.31 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-11 Human Resource Systems SYSTEMS FROM A FUNCTIONAL PERSPECTIVE Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

32. 2.32 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Business processes Manner in which work is organized, coordinated, and focused to produce a valuable product or serviceManner in which work is organized, coordinated, and focused to produce a valuable product or service Concrete work flows of material, information, and knowledge—sets of activitiesConcrete work flows of material, information, and knowledge—sets of activities Business Processes and Information Systems ENTERPRISE APPLICATIONS Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

33. 2.33 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Unique ways to coordinate work,Unique ways to coordinate work, information, and knowledge Ways in which management choosesWays in which management chooses to coordinate work Business Processes and Information Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

34. 2.34 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Business Processes and Information Systems Information systems help organizations Achieve great efficiencies by automating parts of processesAchieve great efficiencies by automating parts of processes Rethink and streamline processesRethink and streamline processes Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

35. 2.35 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Manufacturing and production: Assembling product, checking quality, producing bills of materialsManufacturing and production: Assembling product, checking quality, producing bills of materials Sales and marketing: Identifying customers, creating customer awareness, sellingSales and marketing: Identifying customers, creating customer awareness, selling Examples of Business Processes Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

36. 2.36 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Finance and accounting: Paying creditors, creating financial statements, managing cash accountsFinance and accounting: Paying creditors, creating financial statements, managing cash accounts Human Resources: Hiring employees, evaluating performance, enrolling employees in benefits plansHuman Resources: Hiring employees, evaluating performance, enrolling employees in benefits plans Examples of Business Processes Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

37. 2.37 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Cross-Functional Business Processes Transcend boundary between sales, marketing, manufacturing, and research and developmentTranscend boundary between sales, marketing, manufacturing, and research and development Group employees from different functional specialties to a complete piece of workGroup employees from different functional specialties to a complete piece of work Example: Order Fulfillment Process Business Processes and Information Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

38. 2.38 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-12 The Order Fulfillment Process Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

39. 2.39 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Enterprise Applications Enterprise systemsEnterprise systems Supply chain management systemsSupply chain management systems Customer relationship management systemsCustomer relationship management systems Knowledge management systemsKnowledge management systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

40. 2.40 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Within the business: There are functions, each having its uses of information systemsWithin the business: There are functions, each having its uses of information systems Outside the organization’s boundaries: There are customers and vendorsOutside the organization’s boundaries: There are customers and vendors Functions tend to work in isolation Traditional View of the Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

41. 2.41 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2- 13 Traditional View of the Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

42. 2.42 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-14 Enterprise Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

43. 2.43 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Firm structure and organization: One organizationFirm structure and organization: One organization Management: Firm-wide knowledge- based management processesManagement: Firm-wide knowledge- based management processes Technology: Unified platformTechnology: Unified platform Business: More efficient operations and customer-driven business processesBusiness: More efficient operations and customer-driven business processes Benefits of Enterprise Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

44. 2.44 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Difficult to build: Require fundamental changes in the way the business operatesDifficult to build: Require fundamental changes in the way the business operates Technology: Require complex pieces of software and large investments of time, money, and expertiseTechnology: Require complex pieces of software and large investments of time, money, and expertise Centralized organizational coordination and decision making: Not the best way for the firms to operateCentralized organizational coordination and decision making: Not the best way for the firms to operate Challenges of Enterprise Systems Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

45. 2.45 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Supply Chain Management (SCM) Close linkage and coordination of activities involved in buying, making, and moving a productClose linkage and coordination of activities involved in buying, making, and moving a product Integrates supplier, manufacturer, distributor, and customer logistics timeIntegrates supplier, manufacturer, distributor, and customer logistics time Reduces time, redundant effort, and inventory costsReduces time, redundant effort, and inventory costs Supply Chain Management (SCM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

46. 2.46 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Supply Chain Network of organizations and business processesNetwork of organizations and business processes Helps in procurement of materials, transformation of raw materials into intermediate and finished productsHelps in procurement of materials, transformation of raw materials into intermediate and finished products Supply Chain Management (SCM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

47. 2.47 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Limitations: Inefficiencies can waste as much as 25% of company’s operating costsInefficiencies can waste as much as 25% of company’s operating costs Bullwhip Effect: Information about the demand for the product gets distorted as it passes from one entity to nextBullwhip Effect: Information about the demand for the product gets distorted as it passes from one entity to next Supply Chain Management (SCM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

48. 2.48 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Supply Chain Management Figure 2-15 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

49. 2.49 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Helps in distribution of the finished products to customersHelps in distribution of the finished products to customers Includes reverse logistics - returned items flow in the reverse direction from the buyer back to the sellerIncludes reverse logistics - returned items flow in the reverse direction from the buyer back to the seller Supply Chain Management (SCM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

50. 2.50 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Decide when, what to produce, store, moveDecide when, what to produce, store, move Rapidly communicate ordersRapidly communicate orders Communicate orders, track order statusCommunicate orders, track order status Check inventory availability, monitor levelsCheck inventory availability, monitor levels Track shipmentsTrack shipments Plan production based on actual demandPlan production based on actual demand Rapidly communicate product design changeRapidly communicate product design change Provide product specificationsProvide product specifications Share information about defect rates, returnsShare information about defect rates, returns How Information Systems Facilitate Supply Chain Management Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

51. 2.51 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Supply chain planning system: Enables firm to generate forecasts for a product and to develop sourcing and a manufacturing plan for the productSupply chain planning system: Enables firm to generate forecasts for a product and to develop sourcing and a manufacturing plan for the product Supply chain execution system: Manages flow of products through distribution centers and warehousesSupply chain execution system: Manages flow of products through distribution centers and warehouses Supply Chain Management (SCM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

52. 2.52 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Uses digital technologies to enable multiple organizations to collaboratively design, develop, build, move, and manage productsUses digital technologies to enable multiple organizations to collaboratively design, develop, build, move, and manage products Increases efficiencies in reducing product design life cycles, minimizing excess inventory, forecasting demand, and keeping partners and customers informedIncreases efficiencies in reducing product design life cycles, minimizing excess inventory, forecasting demand, and keeping partners and customers informed Collaborative Commerce Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

53. 2.53 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Figure 2-16 Collaborative Commerce Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

54. 2.54 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Private Industrial Networks Web-enabled networksWeb-enabled networks Link systems of multiple firms in an industryLink systems of multiple firms in an industry Coordinate transorganizational business processesCoordinate transorganizational business processes Industrial Networks Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

55. 2.55 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Customer Relationship Management (CRM) Manages all ways used by firms to deal with existing and potential new customersManages all ways used by firms to deal with existing and potential new customers Business and Technology disciplineBusiness and Technology discipline Uses information system to coordinate entire business processes of a firmUses information system to coordinate entire business processes of a firm Customer Relationship Management (CRM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

56. 2.56 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Provides end-to-end customer careProvides end-to-end customer care Provides a unified view of customer across the companyProvides a unified view of customer across the company Consolidates customer data from multiple sources and provides analytical tools for answering questionsConsolidates customer data from multiple sources and provides analytical tools for answering questions Customer Relationship Management (CRM) Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

57. 2.57 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Customer Relationship Management (CRM) Figure 2-17 Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise ENTERPRISE APPLICATIONS

58. 2.58 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise Knowledge Management Systems Creating knowledgeCreating knowledge Discovering and codifying knowledgeDiscovering and codifying knowledge Sharing knowledgeSharing knowledge Distributing knowledgeDistributing knowledge Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise

59. 2.59 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 2 Information Systems in the Enterprise INFORMATION SYSTEMS IN THE ENTERPRISE ENTERPRISE 2 2 Chapter